Job Description

Job Title:

Senior IT Service Management Lead (L3 / Production Support)

Location:

Singapore (Asia Square Tower 2 - near Shenton Way MRT)

Working Hours:

8:30 AM - 5:00 PM

Position Overview

We are seeking an experienced and dynamic

Senior IT Service Management Lead

to oversee IT service delivery, production support, and continuous improvement initiatives across our regional technology operations. This role requires strong leadership, in-depth understanding of ITSM frameworks, and the ability to align IT services with business objectives in a complex financial environment.


The ideal candidate will have a solid track record in managing multi-tier IT support (L0-L2), excellent stakeholder communication skills, and a service-oriented mindset.

Core Responsibilities

#

1. IT Service Management (40%)

Service Catalog Development:

Design and document a comprehensive service catalog, ensuring all IT activities are structured as formal services with defined SLAs.

Service Engineering:

Lead optimization and standardization of service delivery across L0-L2 teams to improve efficiency and scalability.

Continuous Improvement:

Implement ITSM best practices to enhance service quality, stability, and business alignment.

ServiceNow Implementation:

Support ITSM workflow automation for incident, problem, and change management using ServiceNow or similar tools.

Service Request Management:

Oversee and optimize request fulfillment processes through ITSM tools.

Service Configuration Management:

Manage Configuration Items (CIs), ensuring CMDB accuracy and data integrity.

Service Catalog & Lifecycle Management:

Maintain an up-to-date catalog aligned with evolving business needs.

Service Level Management:

Define, negotiate, and report on SLAs and OLAs, ensuring consistent service performance.

Service Design:

Develop end-to-end service designs incorporating processes, tools, and measurable metrics.

Service Continuity Management:

Support business continuity and disaster recovery planning, testing, and documentation.
#

2. Leadership (20%)

Production Service Oversight:

Ensure availability, reliability, and compliance of production services in a financial environment.

Team Management:

Lead and mentor L0-L2 support teams, fostering collaboration, accountability, and high performance.

Strategic Vision:

Drive IT service transformation initiatives in alignment with long-term business goals.

Decision-Making:

Resolve service-related challenges, prioritize initiatives, and ensure timely service delivery.

Performance Management:

Track KPIs and SLAs, providing feedback and implementing strategies to optimize productivity.
#

3. Communication (20%)

Ensure timely, clear, and transparent updates to all stakeholders, including senior management, on incidents and service performance. Act as a communication bridge between technical and non-technical teams, providing clarity and business context.
#

4. Stakeholder & User Engagement (20%)

Collaborate closely with business users to understand operational needs and minimize incident impact. Engage with Japanese-speaking stakeholders, ensuring effective communication and cultural alignment. Serve as a liaison between Singapore, Japan, and global teams for incident management and service coordination.

Qualifications

#

Education

Tertiary degree in Information Technology or a related field from a recognized institution. Strong understanding of IT Service Management (ITSM) principles; certification (e.g., ITIL) is

highly preferred

. Proficiency in

Japanese (JLPT N2 or above)

and

English

, with excellent verbal and written communication skills in both languages.
#

Experience

10-12 years of proven experience managing IT services in large-scale organizations, preferably within the

banking or financial sector

. Hands-on experience managing

critical incidents

,

production services

, and

virtual global teams

(including Japanese stakeholders). Strong background in

IT Service Management, Operations, Infrastructure,

or

Production Support

.
#

Skills

Deep understanding of

Service Desk Operations, Escalation Management, Incident Management,

and

Stakeholder Management

. Proficiency with ITSM and collaboration tools (e.g.,

ServiceNow

,

JIRA

, or equivalent). Strong decision-making and problem-solving abilities, especially under pressure. Ability to prioritize and manage multiple tasks effectively in a fast-paced environment. * Excellent interpersonal skills and the ability to foster collaboration across regional and functional teams.